Kenntnisstand

April 2025
ProCall NEX 

IVR system (Interactive Voice Response)

 The Voice Services include a multi-level interactive voice menu forIVR - Interactive Voice Response.
The caller can be connected directly to the desired subscriber using the telephone keys.

Scope of the multi-level IVR

  • One dialling-in number
  • Time control/working hours with announcement or voice mailbox
  • A main menu with 9 selection options
  • submenus with 9 choices each
  • One announcement per menu, which must contain all selection options
  • Drop to an extension if no selection is made
Example

Incoming call -> Welcome message incl. available menu items

1 -> Ext 201

2 -> Ext 203

3 -> Submenu 2 -> Announcement incl. available menu items

                                        1 -> Ext 306

                                        2 -> Ext 308

                                        3 -> Ext 310

                                        4 -> Submenu 3 à Announcement incl. available menu items

                                                            1 -> Ext 402

                                                            2 -> Ext 450

4-> Ext 210

No selection made -> Ext 100

Preparation

You should have prepared the following information before setting up the IVR:

  1.  Detailed representation of the menu structure

  2. Connection destinations per menu item

  3. Announcements

    1. for each menu

    2. maximum 30MB per announcement, mono, 8kHz or 16kHz, 16 bit, PCM
      The maximum announcement length should not exceed 30 minutes at 8 kHz or 15 minutes at 16 kHz.

  4. Working and closing times for time control (optional)

    1. Specify whether there should be a voice mailbox or only an after-work greeting

    2. Greeting for the after-hours greeting or the voice mailbox (optional)

    3. If voice mailbox: Subscriber who should receive the messages left in the voice mailbox.

Setting up the IVR

To set up, open the menu item "Interactive voice menu (IVR)" in the UCServer Administrator.

The configuration for the main menu (first level) can be set up directly.

Activate the IVR and select a phone number on the "Basic settings" tab under which the IVR system should be accessible.

The desired phone number can be selected using the ... button or entered in the format +49.

Voice Services can only manage multi-digit extensions. If the central telephone number has 1 digit, e.g. +49 8151 36856-0, this must be entered manually in full canonical format without spaces. Beispiel:+498151368560

Enter the destinations for the keys 0 to 9.

Example screenshot - UCServer Administration - Voice Services - Interactive voice menu - Set up IVR - Basic settings

  • Internal destination numbers must be entered as an extension .
  • External numbers must be entered in international format.

 Specify a greeting file as a .wav file containing the greeting message and the individual selection points .

Specify the waiting time after which a caller is dropped on the alternative destination if no selection is made.

Setting up the multi-level IVR

To add a submenu, select "Add submenu". Each submenu must be accessiblevia its own extension number. The internal telephone numbers 99990 - 99999 are stored in the Voice Services for this purpose.

After the selection, another tab is displayed on which the menu can be defined.

 An announcement with all menu items must also be stored here.
The configuration for the "Alternative destination" is taken from the main menu, but can be changed.

In the last step, select or enter the extension number for the submenu in the main menu under the corresponding key assignment.

Timer

Optionally, you can activate a timer and specify whether only an announcement is played or the call is diverted to a voice mailbox outside the specified times.

You can add the individual entries and specify the days and times via "Add".

Example screenshot - UCServer Administration - Voice Services - Interactive voice menu - Set up IVR - Time switching

Beispiel Screenshot - UCServer Administration - Voice Services - Interaktives Sprachmenü - IVR einrichten - Zeitschaltung


 Enter an announcement file as a .wav file that contains the end-of-work announcement.

If the voice mailbox is activated, the greeting must contain a corresponding message. No additional greeting is played.

The messages left by the caller are sent by e-mail. Select users who should receive these e-mails.


 Users must be activated for Voice Services and have entered a valid e-mail address.


.wav files

.wav files

Note the following properties for the .wav files that you use for the groups and for IVR:

  • Mono
  • 8kHz or 16 kHz
  • 16 bit
  • PCM

The maximum announcement length should not exceed 30 minutes at 8 kHz or 15 minutes at 16 kHz.